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According to North American labor statistics, employee turnover is at an all-time high in today’s workplace, and the implications for the contact center industry are significant, considering its reputation for being a volatile employment segment with a lower median employment age, high-stress work environment, and lower than average remuneration.

This workforce dynamic has created opportunities for applying the theories of game mechanics, or gamification, to the real-world problem of retaining valued agents. And at the epicenter of the contact center workforce is the agent.

Unique attributes and skills are required of agents in a contact center environment, e.g., infinite patience, finely-honed communication skills, and a superior ability to prioritize and organize their workload.